Call quality issues are typically related to the performance of the network and internet connection being used. These issues can result in choppy audio, delays, or dropped calls. This guide focuses on identifying common call quality problems, understanding their causes, and providing direction for troubleshooting.
How Call Quality Works and What Causes Issues
VoIP calls transmit voice data over the internet in real time. Because of this, even small disruptions in the network can impact call performance. The most common factors that affect call quality are:
-
Packet Loss
- Occurs when data does not reach its destination
- Results in missing audio or dropped calls
-
Jitter
- Variation in how data is received
- Causes choppy or distorted audio
-
Latency (Delay)
- Time it takes for audio to travel between participants
- Causes delays or talk-over
These conditions are most often caused by:
- Unstable or inconsistent internet connections
- Wireless or mobile network usage
- High bandwidth usage from other devices or applications
- Improper network or firewall configuration
Configuration (No Audio or One-Way Audio)
- Often related to network or firewall configuration
- Can result in no audio or one-way audio (one party can hear the other, but not vice versa)
- Typically caused by blocked ports, NAT issues, or improper network settings
Troubleshooting Tips
- Use a wired connection whenever possible
- Avoid high-bandwidth activities during calls such as streaming, downloads, or backups
- Avoid VPN connections when using VoIP
- Close or limit applications that may use audio or system resources
- Ensure required ports and traffic are allowed, see our guide here
- For additional information see Level365 Best Practices for Connectivity and Call Performance
When to Contact Support
If issues persist, Level365 can assist by analyzing call data to help identify where issues are occurring.
To assist with troubleshooting, provide:
- Calling number
- Called number
- Date and time
- Description of the issue
Key Takeaways
- Call quality issues are typically caused by network conditions
- Wireless and mobile connections are common contributors
- Configuration issues can result in no audio or one-way audio
- Even small network disruptions can impact real-time voice communication
- Level365 can help identify issues and provide guidance, but resolution may require changes within the local network or ISP
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